Hello Framework Community!
We wanted to make an official post as we’ve seen some questions around response times. Our support is having an influx of contacts due to recent releases and events.
Here are our current response times (TAT) for general support and escalations:
General support: 1-3 business days
RMA: 2-3 business days
Linux: 1-3 business days
Linux escalations: 5-7 business days
Tech / Legal / Order / General escalations: 5-7 business days.
Your Support Agent should tell you the current TAT when you are escalated. Please do not reply to your ticket multiple times without us responding in-between. This can cause the system to possibly reset your timer and your place in our queue.
We are still a small team and appreciate your patience while we work through things.